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Customer Service in Tourism and Hospitality by Simon Hudson, Louise Hudson (Paperback, 2012)

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Product Information

Customer service is of critical importance for the for the tourism and hospitality sector now more than ever before as customers are looking to increase value for money and are less forgiving of mediocre service. However, despite its importance, quality customer service is the exception rather than the norm in many parts of the world. 'Customer Service for hospitality and tourism: the lost art' is a unique text and vital to both students and practitioners as it explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the 'whys' and 'hows'of customer service. It is easy to read, very current, and full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. Key features include: * An 'At Your Service' Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service. * Each chapter contains a 'Service Snapshot' - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter. * Detailed international 'Case Studies', which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai. Dr. Simon Hudson is an Endowed Chair in Tourism at the University of South Carolina. He has held previous academic positions at universities in Canada and England, and has worked as a visiting professor in Austria, Switzerland, Spain, Fiji, New Zealand, the United States, and Australia. Louise Hudson is a freelance journalist living in South Carolina (www.tourismgurus.com). She has collaborated with Dr Hudson on many of his books and research projects and co-wrote Golf Tourism with him. Originally trained in journalism in England, she now writes for many publications including the LA Times, Dallas Morning News, Canada's Globe and Mail and Dreamscapes Magazine, Calgary Sun, Calgary Herald and and BC Inn Focus magazine among others.

Product Identifiers

Publisher
Goodfellow Publishers Limited
ISBN-13
9781908999344
eBay Product ID (ePID)
138646881

Product Key Features

Author
Simon HUDSON, Louise HUDSON
Publication Name
Customer Service in Tourism and Hospitality
Format
Paperback
Language
English
Subject
Business
Publication Year
2012
Type
Textbook
Number of Pages
306 Pages

Dimensions

Item Height
246mm
Item Width
189mm

Additional Product Features

Title_Author
Louise HUDSON, Simon HUDSON
Country/Region of Manufacture
United Kingdom

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Customer Service in Tourism and Hospitality by Simon Hudson, Louise Hudson (Paperback, 2012)

Best-selling in Adult Learning & University

Secrets Of Mental Math: The Mathemagician's Guide to Lightening Calculation and Amazing Maths Tricks by Arthur Benjamin, Michael Shermer (Paperback, 2006)

Never Split the Difference: Negotiating as if Your Life Depended on It by Chris Voss, Tahl Raz (Paperback, 2017)

The Psychology of Money: Timeless lessons on wealth, greed, and happiness by Morgan Housel (Paperback, 2020)

Die with Zero: Getting All You Can from Your Money and Your Life by Bill Perkins (Paperback, 2021)

Adult Children of Emotionally Immature Parents: How to Heal from Distant, Rejecting, or Self-Involved Parents by Lindsay C Gibson (Paperback, 2015)

Code of Practice for In-service Inspection and Testing of Electrical Equipment by The Institution of Engineering and Technology (Paperback, 2020)

Clean & Green: 101 Hints and Tips for a More Eco-Friendly Home by Nancy Birtwhistle (Hardcover, 2021)

Save on Adult Learning & University

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The Concise Laws of Human Nature by Robert Greene Paperback, English

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Zolpidem, zopiclone and driving in the elderly Use of zolpidem BOOK

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About this product

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